Quality standards criteria

Important: 

When your store is online, it's important to bear in mind that quality standards are calculated and analyzed from the first 25 orders. It's therefore crucial to be up and running as soon as your store is launched, so as not to be caught out at the first hurdle of quality expectations. This would put you in an unpleasant situation when it comes to “getting back on track”.

Where can I find this information?

At the bottom of the page, you will find your service quality criteria.

The service quality criteria are defined in our terms of service.

Failure to meet any of these criteria will result in a temporary suspension of your store. Please contact the Account Manager in charge of your account to find a solution and reactivate your store.

You can click on Statistics to see the statistics of your quality service. 

On the right, you can filter by product category and by period.

• Acceptance rate: % of accepted orders. 
• Incident rate: % of service requests in incident.
• Refund rate : % of orders refunded.
• Late shipment rate: % of orders that are late.

• Acceptance time: the average time it takes for you to accept an order.
• Shipping time: average time it takes to ship an order. 
• Response time: the time it takes to respond to a customer request on the messaging system.
• Auto Reject Rate: % of orders you did not accept after 5 days.